Our client in Plano, Texas is seeking an Onboarding & Customer Success Specialist. This role is a hybrid, client-facing role responsible for delivering a high-quality onboarding experience while also owning early and ongoing Customer Success outcomes. This position ensures new dealership clients are successfully introduced to the platform, properly trained, and supported beyond go-live to drive long-term adoption, satisfaction, and retention. The role bridges Sales, Implementation, Support, and Operations by providing structured onboarding, role-based training, proactive account audits, and retention-focused outreach.
KEY RESPONSIBILITIES
Onboarding & Training Responsibilities
- Collaborate with the Director of Operations to develop structured training materials for both customers and internal teams.
- Lead or Co-lead training sessions with Director of Operations as needed to maintain consistency and quality in onboarding and customer education.
- Assist in creating training documentation and decks based on the Master Class recordings and other key training sessions.
- Deliver structured training sessions for dealership Admins and Advisors, ensuring clear understanding of workflows, system navigation, and daily usage.
- Collaborate with Implementation and Operations teams to ensure onboarding milestones are met.
- Assist in developing and maintaining onboarding and training documentation, decks, and recorded resources.
- Ensure onboarding quality standards are met prior to and immediately following go-live.
Proactive Audits & Quality Control
- Conduct one-week post-go-live audits reviewing account health, pending pay, feature usage, and configuration accuracy.
- Use platform and CRM data to identify customers not utilizing core features.
- Recommend corrective actions and submit tickets to Support for necessary updates or activations.
- Validate resolution of issues and follow up with customers to confirm satisfaction.
Support Coordination & Escalation Protocols
- Route all configuration, reporting, and system update requests through the HubSpot Help Desk ticketing system.
- Monitor ticket progress and ensure timely resolution.
- Escalate behavioral concerns, process non-compliance, or refund-related matters to the Director of Operations.
- Maintain compliance with approval requirements for credits or refunds.
- Share recurring themes, risks, and improvement opportunities with Operations and Leadership.
- Assist Leadership with ad hoc tasks as requested
Documentation & Systems Management
- Log all onboarding, training, and retention activity in HubSpot including calls, meetings, tasks, and follow-ups.
- Maintain organized task statuses and tags to support visibility and accountability.
- Ensure documentation accuracy to support cross-functional collaboration.